Returns, Claims & Defective Goods Policy

This policy applies to wholesale product claims after delivery. Wholesale goods are not supplied on a general return, trial, consignment or sale-or-return basis.

Returns are accepted only for verified defects that qualify under this policy. Unsold goods, slow-moving stock, change of mind, buyer preference or dislike are not valid return or exchange reasons.

A claim may be reviewed where the goods materially differ from the confirmed or approved order because of an actual product defect, such as:

• material construction fault;
• significant stitching or finishing defect;
• wrong product supplied;
• material size or measurement deviation from the confirmed specification beyond reasonable production tolerance;
• materially incorrect colour or specification compared with the confirmed order reference;
• other manufacturing defect that materially affects normal use or saleability.

Handcrafted products may contain reasonable variations associated with handwork, fabric, dyeing, embroidery placement or artisan execution. Such reasonable craft variation is not automatically a defect.

• unsold or slow-moving products;
• change of mind;
• personal liking or preference;
• buyer ordering the wrong size, colour, quantity or product;
• market demand changing after purchase;
• minor handcrafted variation that does not materially affect the agreed product;
• damage caused after delivery by storage, handling, washing, alteration, misuse or buyer-side processing;
• made-to-order, customised or private-label goods where the supplied goods match the approved specification but the buyer later dislikes them.

Wholesale stock cannot be exchanged simply because it remains unsold. Buyers are responsible for assortment, demand and resale decisions unless a separate written sale-or-return arrangement has expressly been agreed before the order.

Made-to-order, customised and private-label goods cannot be returned or exchanged based on liking, change of mind, colour preference, fit preference after approval, unsold inventory or market response.

If such goods contain an actual defect or materially fail to match the approved specification, the issue can be submitted as a defect claim.

To allow a claim to be assessed, the buyer should contact us promptly after discovering the issue and provide:

• order, invoice or quotation reference;
• affected SKU or product reference;
• quantity affected;
• clear photographs of the full product and defect;
• close-up photographs or video where useful;
• outer and inner packaging photographs for transit-related issues;
• a clear written description of the issue.

Goods should not be altered, washed, repaired, relabelled or otherwise changed before the claim is reviewed unless instructed in writing.

Each claim is reviewed against the order confirmation, approved reference where relevant, evidence submitted and nature of the issue. Depending on the verified circumstances, a reasonable resolution may include replacement, repair, credit, partial adjustment, return authorisation or another mutually agreed remedy.

No return should be shipped back without written authorisation and return instructions.

If a physical return is required for an approved defect claim, responsibility for return shipping or collection will be confirmed in writing based on the verified circumstances. Buyers should not arrange an unapproved return shipment and assume reimbursement.

Page last updated on 2 October 2026.